Customer Experience Supervisor

Murray Resources - Best Staffing Agency; Houston (TX); On-site; USD 61,000 - 75,000; Full time

Job summary

Unknown is seeking a Customer Experience Supervisor to lead a high-performing customer service team onsite in Houston, TX. The role focuses on elevating the end-to-end customer journey and coaching reps to deliver exceptional service across all touchpoints.

The position requires a Bachelor's degree and experience in luxury retail, interior design, or related fields, with strong communication skills and proficiency in CRM tools like Salesforce.

Qualifications

• Proven experience leading a call center or customer service team.
• Bachelor’s degree in business administration, marketing or related field.
• Experience directing customer experience programs and initiatives.
• Strong communication and coaching capabilities.
• Familiarity with CRM tools and contact center technologies.

Responsibilities

• Develop and implement customer experience strategies to enhance satisfaction and loyalty.
• Lead and manage a team of customer service representatives with guidance and training.
• Monitor customer interactions and identify areas for improvement.
• Analyze feedback and data to identify trends and process improvements.
• Collaborate with cross-functional teams to resolve issues and ensure a seamless experience.
• Maintain customer service standards, policies, and procedures.
• Conduct regular performance evaluations and provide constructive feedback.
• Assist management in setting call center goals by preparing reports.

Skills

Leadership experience

Call center management

Customer service excellence

Multi-channel communication

KPI setting & monitoring

Problem solving

Training & coaching

Salesforce

Education

Bachelor's degree in business administration or marketing

Tools

Salesforce

Job description

A leading manufacturing company in the residential interiors space is seeking a Customer Experience Supervisor to oversee their customer service team, improve the end-to-end customer experience, support representatives with guidance and training, and ensure exceptional service at every touchpoint.

Salary: up to $68,000/yr

Location: Houston, TX – Onsite

Type: Direct Hire

Responsibilities:

• Develop and implement customer experience strategies and initiatives to enhance customer satisfaction and loyalty.
• Lead and manage a team of customer service representatives, providing guidance, training, and support to ensure excellent customer service delivery.
• Monitor and evaluate customer interactions to identify areas of improvement and implement necessary changes.
• Analyze customer feedback and data to identify trends and opportunities for process improvements.
• Collaborate with cross-functional teams to resolve customer issues and provide seamless customer experiences.
• Develop and maintain customer service standards, policies, and procedures.
• Conduct regular performance evaluations, provide feedback, and implement performance improvement plans when needed.
• Assist management in setting call center goals by preparing reports and analyzing data.

Requirements:

• Proven experience leading a call center or customer service team
• Must have flexible availability, including weekends depending on business needs
• Bachelor’s degree in business administration, Marketing, or a related field
• Experience working within luxury retail, interior design, home furnishings, or a related field
• Proficient with customer service software tools, software applications, and phone systems - Salesforce a plus
• Exceptional verbal and written communication skills
• Strong problem-solving and decision-making abilities
• Experience setting, implementing and monitoring team and individual KPIs
• Demonstrate exceptional communication across all contact channels, including email, chat and phone

Compensation is based on individual factors, including skill set, relevant experience, and work location.

Due to the high volume of applications we typically receive, we regret that we are not able to personally respond to all applications. However, if you are invited to take the next step in the process, you will typically be contacted within one week of submitting your application.